Technical Support Policy
The Technical Support Policy aims to set out the procedures and information relating to the provision of technical support services to users of Metropolis Training Institute's services, supporting and assisting them when technical problems arise that hinder the continuity of the training process.
The Institute undertakes to provide continuous assistance and technical support to trainers and trainees throughout the delivery of the training programme, to ensure the training process is completed to the highest possible quality and efficiency.
Last updated: 10 July 2025
1. Academic Support and Assistance
- Technical and educational assistance for trainers and trainees: When the programme is delivered through live "synchronous" classrooms, the centre undertakes to provide a classroom manager responsible for organisation, support and problem-solving.
- Role of trainers: Trainers assist trainees by answering questions and clarifying the course material.
- Role of the classroom manager: The classroom manager assists trainees with technical matters so that they can be present from the start of the lecture and get the most out of the course.
- Preparing for the certificate: The training room manager must provide trainees with the requirements for enrolment and attendance, and for completing the details needed to issue the certificate.
- Highlighting communication channels: The Institute makes its contact channels clearly available to help trainees resolve any problem that prevents them from accessing the course or obtaining the certificate.
The Institute's management is also committed to providing ongoing technical and educational support to all users of the learning management system/training platform across all programmes, through the channels available and published on the website.
2. Services Covered by Technical Support
- In synchronous courses: Communication with trainees takes place directly during the course, with any questions answered through the virtual classroom chat or live conversation.
- In synchronous and asynchronous courses: Dedicated forums are set up through the Centre's website, WhatsApp or Telegram for dialogue with trainees, where the trainer and the Centre answer their questions.
- Assistance when a trainee is unable to access the virtual classroom.
- Responding to enquiries about any of the learning activities.
3. Service Level Standards (SLA)
Expected Response Time for Requests
- Email and technical support form: Replies within two hours.
- WhatsApp: Replies immediately when the issue is submitted.
Technical Support Team Working Hours
Sunday to Thursday, 9:00 am to 5:00 pm.
4. Request Escalation Policy
Procedure when a request exceeds the specified response time:
If you do not receive a response within the specified period, you are welcome to contact the Institute Director directly to ensure the issue is resolved as quickly as possible.
5. Scope of Application and Violations
This policy applies to all users of the services of Metropolis Training Institute, and we are committed to ensuring its application. All staff of the organisation are also bound by it, and any violation of this policy exposes the offender to disciplinary action in accordance with the Institute's procedures.